Report

The Forrester Digital Experience Review™: Canadian Mobile Banking Apps, Q4 2021

In The Wake Of The Pandemic, Customers’ Behaviors And Expectations Have Shifted — But Many Banks Are Failing To Keep Up

November 29th, 2021
With contributors:
David Hoffman, Christiana Lano, Sam Bartlett

Summary

Mobile apps are the hub of many bank customers’ relationship with their money and their providers — and the starting point for financial decisions and activities. After nearly two years of crisis, consumers’ demands for what they should be able to accomplish in mobile banking have only increased. To test how effectively banks are creating valuable mobile banking experiences, we evaluated the smartphone apps from the “big five” Canadian banks. This report lays out where these companies excel, where they fall short, and how bank executives and their teams can learn and improve their own mobile banking efforts.

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